SolarWinds Service Desk

IT Service Desk & Asset Management Software

About SolarWinds Service Desk

SolarWinds Service Desk (formerly Samanage) enables modern organizations worldwide to deliver a superior service experience to their employees. The IT service management software accelerates efficiency and visibility into services requested and delivered across an organization, making it easy to continuously streamline process improvement and greater productivity. Through unprecedented agility and scalability, SolarWinds Service Desk gives organizations the ability to rapidly and consistently deliver the services that employees need to get work done.

The fully integrated service desk and asset management solution utilizes a SaaS/multi-tenant platforms, allowing internal service providers to streamline process improvement and greater productivity. The revolutionary user interface delivers an unmatched user experience and enables code-free customization, allowing customers to fully deploy a robust IT Service Management (ITSM) solution in just days.

Pricing starting from:

$19.00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to SolarWinds Service Desk

Key benefits of SolarWinds Service Desk

SolarWinds Service Desk is one service desk that can be used by IT and throughout an organization, allowing internal service providers to streamline process improvement and greater productivity. As a fully integrated service management and asset management solution, you dramatically improve visibility, efficiency, and success. Reducing IT costs and saving time, SolarWinds Service Desk compiles service requests, vendor data, purchase orders, warranties, and agreements -- in a single location. Built on a SaaS, multi-tenant platform, SolarWinds Service Desk has the ability to react quickly to changes in the market, to new technologies, and to customers’ needs.

Devices

Business size

S M L

Markets

Australia, Brazil, Canada, China, Germany and 5 others, United Kingdom, Ireland, Japan, Mexico, United States

Supported Languages

Chinese, English, French, German, Japanese and 4 others, Korean, Portuguese, Spanish, zh-hant

Pricing starting from:

$19.00/month

  • Free Version
  • Free Trial
  • Subscription

Top 5 alternatives to SolarWinds Service Desk

Images

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Features

Total features of SolarWinds Service Desk: 94

  • API
  • Access Controls/Permissions
  • Active Directory Integration
  • Activity Dashboard
  • Activity Tracking
  • Alerts / Escalation
  • Alerts/Notifications
  • Asset Lifecycle Management
  • Asset Tracking Software
  • Assignment Management
  • Audit Management
  • Auto-Responders
  • Automated Routing
  • CMDB Software
  • CRM Software
  • Call Center Management
  • Categorization/Grouping
  • Change Management Software
  • Client Portal
  • Collaboration Tools
  • Compliance Management
  • Compliance Tracking
  • Configuration Management
  • Contact Database
  • Contract/License Management
  • Cost Tracking
  • Customer Segmentation
  • Customer Service Analytics
  • Customizable Branding
  • Customizable Fields
  • Customizable Forms
  • Customizable Reports
  • Customizable Templates
  • Dashboard Creation
  • Dashboard Software
  • Data Import/Export
  • Data Mapping
  • Device Auto Discovery
  • Document Storage
  • Drag & Drop
  • Email Management Software
  • Email Templates
  • Event Triggered Actions
  • Help Desk Management
  • IT Asset Management Software
  • Incident Management Software
  • Inventory Management Software
  • Issue Auditing
  • Issue Scheduling
  • Knowledge Base Management
  • Knowledge Management Software
  • License Management Software
  • Live Chat Software
  • Maintenance Management Software
  • Maintenance Scheduling
  • Mobile Access
  • Monitoring
  • Multi-Channel Communication
  • Multi-Language
  • Network Monitoring Software
  • Online Forums
  • Performance Metrics
  • Prioritization
  • Problem Management
  • Procurement Management
  • Project Management Software
  • Real Time Analytics
  • Real Time Data
  • Real Time Notifications
  • Real Time Reporting
  • Real-Time Chat
  • Recurring Issues
  • Relationship Mapping
  • Release Management
  • Remote Access/Control
  • Reporting/Analytics
  • Requisition Management
  • Role-Based Permissions
  • Rules-Based Workflow
  • Scheduled / Automated Reports
  • Self Service Portal
  • Service Catalog
  • Service Level Agreement (SLA) Management
  • Service Reporting
  • Single Sign On Software
  • Supplier Management
  • Support Ticket Management
  • Surveys & Feedback
  • Tagging
  • Task Management Software
  • Ticket Management
  • Widgets
  • Workflow Configuration
  • Workflow Management Software

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Alloy Navigator

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Vivantio

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#3 Alternative to SolarWinds Service Desk
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Deepser

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Reviews

Overall rating

4.6 /5
(520)
Value for Money
4.5/5
Features
4.4/5
Ease of Use
4.6/5
Customer Support Software
4.7/5

Already have SolarWinds Service Desk?

Software buyers need your help! Product reviews help the rest of us make great decisions.

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Showing 5 reviews of 520
Hossam S.
Overall rating
  • Industry: Retail
  • Company size: 10,000+ Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Hossam's SolarWinds Service Desk Review

Reviewed on 30/08/2021

My overall experience with SolarWinds is very positive, although we have switched to another system...

My overall experience with SolarWinds is very positive, although we have switched to another system due to budget issues, yet i still prefer it.

Pros

SolarWinds Service Desk is easy to use & what i like most about it is its dashboard customization feature, as i can be able to monitor my team's ticket status all day long, without having to look into the tickets of other teams, and being SolarWinds, it gives me the ability to view it in appealing charts, and reporting & notification is well maintained.

Cons

The least i like about it is its cost in relative to other ticketing systems in the market.

Alternatives Considered

Freshservice

Reasons for Switching to SolarWinds Service Desk

Because we are already using SolarWinds Network monitoring tools, so it makes life easier to use the products of the same vendor in terms of integration & ease of use.
Asim M.
Overall rating
  • Industry: Nonprofit Organization Management
  • Company size: 51-200 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Excellent ITSM tool

Reviewed on 19/10/2020

Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best...

Solarwind Service Desk has met all of our requirements. It is easy to use and follows ITIL best practises.

Pros

Ease of use and customisation. Customer services

Cons

Reporting is limited. Even customisation in reporting is limited

Alternatives Considered

ConnectWise Control, ServiceNow, and Zendesk

Reasons for Choosing SolarWinds Service Desk

Price and lack of ITIL support

Switched From

Jira

Reasons for Switching to SolarWinds Service Desk

Price, Ease of use and customisation, Customer services
Verified Reviewer
Overall rating
  • Industry: Warehousing
  • Company size: 1,001-5,000 Employees
  • Used Daily for 1+ year
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 6.0 /10

Good Out-Of-Box product for small, scalable team

Reviewed on 10/10/2018

We were attempting to solve the issue of ticket management in the IT department. While it was a...

We were attempting to solve the issue of ticket management in the IT department. While it was a great out-of-the-box solution, it didn't offer the unique scalability we needed and the customer service wasn't helpful in growing the product with our needs. However, I still believe that, for a small shop, this product offers the best value for the price and is a great entry-level solution.

Pros

I like that, out-of-the-box, Samanage offers great core functionality with a stable product that ties neatly into a beautiful UI for the end users. The UI is where Samanage really knocks it out of the park though. It's modern, simplistic, "forum" layout is attractive and intuitive, and chat indicators on the tickets feels like your moving from a traditional email reply into a IM chat.

Cons

There's a lot to be desired when it comes to the fine details of the service. There are specific customization options for project management and ticket automation that aren't available that we wanted in our shop. When we reached out to our support member to discuss a possible addition/fix. They advised us to post our suggestion on their feedback board and if it received enough votes they would implement it. The same suggestion was found submitted over a year ago on the board (with over 300+ votes) yet no action was taken. I was hoping for a more, collaborative answer, instead of posting on a forum board in hopes that other members validate my need for them to implement it.

Verified Reviewer
Overall rating
  • Industry: Information Technology & Services
  • Company size: 501-1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 7.0 /10

SolarWinds Service Desk - Great Serve desk that meets the ITSM needs

Reviewed on 22/07/2021

We've been using Solarwinds Service Desk for a few years now, and I highly suggest it. It provides...

We've been using Solarwinds Service Desk for a few years now, and I highly suggest it. It provides cutting-edge support and asset management use cases. It is an excellent solution that satisfies the most, if not all, of the ITSM requirements, such as incident and issues management, changes and release management, and asset management.

Pros

1. Solarwinds provides an excellent Incident Management experience. Agents can prioritize events and add custom fields for improved reporting and analysis.
2. It includes remote control software (Dameware), which enables support personnel to quickly enter into clients' computers and provide remote assistance.
3. It is also beneficial for asset management. Organizations may maintain track of all assets, including their location and status.
4. It is quite simple to open a support ticket. Its connection with email makes things a lot easier.
5. It also provides a Customer Satisfaction survey (which is issued automatically) to assess the level of service provided.
6. It is also cloud-based, allowing users to join in from anywhere and give help.

Cons

1. The user interface could definitely benefit from some enhancements to make it easier to navigate.
2. The Search functionality is not properly optimized and frequently produces irrelevant results.
3. To create more user-friendly reports, the reporting may be upgraded with a much better UI.
4. The notification system may be improved to allow desktop pop-ups.
5. The mobile app frequently hangs.

Matthaniel C.
Overall rating
  • Industry: Restaurants
  • Company size: 501-1,000 Employees
  • Used Daily for 2+ years
  • Review Source

Overall rating

  • Value for Money
  • Ease of Use
  • Customer Support Software
  • Likelihood to recommend 9.0 /10

Great Product for Helpdesk, Task Management and Software Inventory

Reviewed on 21/10/2019

Pros

This solution is great for tracking incidents, solutions, problems, etc for company IT departments. It provides an easy to use interface that allows for easy creation of FAQs and a Solutions Database.

Cons

There are some things bulk items that cannot be imported without the use of the API, which is a tiny bit annoying, and some of their python and Ruby API sample code is out of date or no longer maintained.

Alternatives Considered

Zendesk

Reasons for Switching to SolarWinds Service Desk

It seemed to have a more in-depth product that gave us the detail that we needed and the integration that made our lives a little easier.
Showing 5 reviews of 520 Read all reviews

SolarWinds Service Desk FAQs

Below are some frequently asked questions for SolarWinds Service Desk.

SolarWinds Service Desk offers the following pricing plans:

  • Starting from: $19.00/month
  • Pricing model: Subscription
  • Free Trial: Available

Team - $19 Business - $39 Professional - $69 Enterprise - $89 Pricing is per month, per agent. Contact SolarWinds to request a price quote.

SolarWinds Service Desk has the following typical customers:

2-10, 11-50, 51-200, 201-500, 501-1,000, 1,001+

SolarWinds Service Desk supports the following languages:

Chinese, English, French, German, Japanese, Korean, Portuguese, Spanish, zh-hant

SolarWinds Service Desk supports the following devices:

Android (Mobile), iPhone (Mobile), iPad (Mobile)

SolarWinds Service Desk integrates with the following applications:

Azure Active Directory, Centrify Identity Service, Chatter, Dropbox Business, Gmail, GoToAssist, GoToAssist, Google Analytics, Google Drive, Google Workspace, Harvest, Idaptive, Jamf Connect, Jira, LogMeIn Central, LogMeIn Rescue, Microsoft Azure, Nmap, Okta, OneLogin, Salesforce Sales Cloud, Slack, TeamViewer, Zapier, Zendesk, Zendesk Suite

SolarWinds Service Desk offers the following support options:

Email/Help Desk, FAQs/Forum, Knowledge Base Software, Phone Support, 24/7 (Live rep), Chat

Related categories

See all software categories found for SolarWinds Service Desk.